Good CX delivers better outcomes

We saw grand CX day celebrations on 1st October.

The 2024 theme ties so much with the hearts of CX professionals- Good CX delivers better outcomes for customers, employees and organizations. Strikes a chord with my heart each time I read that. This year the theme is focused on outcomes - not chasing scores, hefty presentation decks, or the prettiest charts. When CX is done right, everyone wins - customers, employees and organizations alike!

When we look at business outcomes, there are so many I can think that have a positive outcome-

1.      Customer acquisition (Lesser effort for your sales teams to close the deal, seamless purchase via digital channel)

2.      A satisfied & loyal customer (Retention is the key)

3.      Easy to do business (Well it’s a 2 way street to reduce effort)

4.      Willingness to recommend (Spread that positive word of mouth to your friends & fellow colleagues, flaunt the brand on social media, brand advocates)

5.      Repeat purchases by the customer (They just want to buy more, from you)

6.      Revenue & profits increase over time (Show me the money, honey)

7.      Decreased cost to serve (Did someone say optimizsed operational efficiencies? Streamline? Improve? All fit in well)

8.      Customer Lifetime Value (Know what their relationship means to your business, segment & provide personalized solutions)

9.      Increased shareholder value (Analysis of CX enables/ leaders Vs. Laggard analysis, proves the point beyond debate)

10.  Increased share of wallet (It’s a competition led business, you cant have it all, but can you have the largest piece of the cake?)

We are humans first, so we will look at outcomes that relate to the heart & mind. CX day celebrations will go on year long, where each CX professional will prioritise treating their customers, employees & partners as humans first, by adding value to their lives & creating those remarkable memories.

Customer Experience Professionals Association (CXPA) Qualtrics Zill Consulting